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Riverview Health

  • Location: Crookston, MN
  • Award: Rural Healthcare Organization of the Month
  • Awarded: February 2013

MAKING SOME NOISE!

Located in the Northwestern corner of Minnesota, RiverView Health has been providing care to the people of Minnesota and Eastern North Dakota for nearly 115 years.

We are proud to be the largest employer in both the City of Crookston and Polk County, Minnesota. With more than 500 employees, RiverView is an integrated health system that includes RiverView Hospital, RiverView Care Center, RiverView Home Care, RiverView Clinics, and the Glenmore Recovery Center. In addition to more than 20 employed providers, the medical staff includes an additional 40 practitioners (ranging from family practice to neuro/spine). RiverView provides advanced surgical care in orthopedics, spine, general surgery, gynecology, urology, and podiatry, and maintains the region's most advanced imaging center including a 256 'slice' flash CT Scanner and a 3.0T MRI, in addition to fully digital imaging modalities.

Facing Challenges Head-On

Building on our century-plus legacy of service, RiverView's Board of Directors decided to face the uncertain future of health care by making a strong commitment to remaining an independent, community-based healthcare organization with the sure knowledge that achieving this goal would require intensive focus on core values, principles and standards. In 2011, the organization launched a comprehensive "Blueprint for the Future" that identified key areas of focus – a key component of that Blueprint was RiverView's partnership with The Studer Group. For nearly two years, RiverView has been systematically enhancing how care is provided, how staff is engaged, and how communication works – and the organization has seen results across the board that are consistently improving.

In early 2011, RiverView's Standards Committee (led by one front-line manager and comprised of employees from 10 different areas of the organization) developed a comprehensive Standards of Behavior document that was subsequently adopted by the organization. This Team's work was the pivotal development that allowed us to move forward, and as the organization continued to move in the direction of overall alignment and as additional tools were implemented (Nurse Leader Rounding, Leader Evaluation Manager®, Thank You Notes, Monthly Meeting Model, Hourly Rounding®), HCAHPS scores and patient satisfaction scores in general began a steady, sustained trend in the right direction.

Along the way, we made some difficult decisions about service lines, personnel, and relationships but our enhanced culture enabled us to meet these challenges with confidence. Our enhanced success is a testament to the willingness of our employees to embrace new ideas, process through changes, and recognize that our organization is being transformed across the board and is becoming a truly high performing, highly reliable system.

Change Pays Off

In 2012, RiverView achieved full accreditation by The Joint Commission (for the first time in more than 10 years), accreditation of its Laboratory by the College of American Pathologists, sustained and significant increases in patient satisfaction scores, a change in emergency department providers, revisioning for the organization, restructuring of the Care Center, a new supply chain relationship, and the implementation of an entirely new health information system (Epic). In short, it was a remarkable year for the organization.

The most gratifying rewards for these efforts, however, are echoed in the words of an employee who recently and quite unexpectedly required hospitalization: "I recently had the chance to experience care from the other side of the fence…and to everyone at RiverView who cared for me…my care was truly unbelievable. The genuine concern you showed for me was moving, and I will never forget how many ways you showed me how much you cared about me as a person. I am proud to be part of this organization. THANK YOU!"

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